Phone Supervisor - Agency Phone Sales

Overview

Great teams need a leader who helps people succeed. Physicians Mutual is seeking a Phone Supervisor who brings a coach’s mindset to leading a sales team—someone who builds confidence, recognizes progress, and helps each representative reach their potential.

In this role, you’ll lead a team of Agents in a fast-paced environment. Through hands-on coaching, clear expectations, and consistent support, you’ll create a team atmosphere where people learn from one another, take ownership of their performance, and celebrate shared success. You’ll also guide daily operations, helping your team achieve sales goals and deliver exceptional customer service.

Responsibilities

• Coach and develop your team. Provide regular individual and team coaching that builds sales skills, strengthens confidence, and supports sales, productivity, and quality goals.
• Build a connected team atmosphere. Encourage collaboration, recognize accomplishments, and create opportunities for representatives to share ideas and learn from one another.
• Lead with clear expectations and accountability. Help employees understand what success looks like, provide timely feedback, and address performance or attendance concerns constructively.
• Stay engaged in daily operations. Coordinate inbound and outbound calling activities, schedules, and workloads so representatives have the direction and support they need.
• Turn performance insights into growth. Review calls, sales results, quality measures, and productivity trends to identify strengths and deliver focused coaching.
• Bring new talent onto the team. Recruit, interview, hire, and train employees, helping new team members build a strong foundation for success.
• Support ongoing development. Conduct performance reviews, maintain employee records, and help representatives identify opportunities to strengthen their skills and grow professionally.
• Keep the team informed and involved. Lead team discussions, communicate product and procedural updates, and collaborate with leadership and other departments.
• Improve how the team works. Analyze call volumes, staffing needs, and production trends to recommend practical improvements to processes and team performance.
• Lead through challenging situations. Help resolve escalated customer inquiries with professionalism and care.

Qualifications

• Associate’s degree or equivalent experience required.
• 1½–3 years of experience in sales, customer service, or a call center environment preferred, including at least one year of supervisory experience.
• Strong leadership and coaching skills, with the ability to help employees build confidence, improve performance, and achieve goals.
• Ability to create a positive team environment built on trust, collaboration, accountability, and recognition.
• Experience using sales results, call quality, productivity, and operational metrics to guide coaching and team improvement.
• Excellent verbal and written communication skills, including the ability to listen, provide constructive feedback, and navigate difficult conversations.
• Strong interpersonal and problem-solving skills, with a hands-on, supportive approach to leadership.
• Strong organizational and time management skills, with the ability to manage multiple priorities.
• Proficiency with Microsoft Office applications, including Excel and Word.
• Strong customer service skills and the ability to resolve challenging situations professionally.
• Ability to work a flexible schedule, including additional hours as business needs require.

About Us

Health. Life. Retirement. The Physicians Mutual family empowers people from all walks of life to enjoy the financial security they deserve. That’s what Insurance for all of us® is about.

The Physicians Mutual family includes Physicians Mutual Insurance Company, Physicians Life Insurance Company and Physicians Select Insurance Company. Physicians Mutual offers reliable dental and supplemental health insurance, and pet insurance. Physicians Life provides important life insurance, Medicare Supplement insurance and coverage for funeral pre-planning. Physicians Select Insurance Company additionally offers exclusive Medicare Supplement insurance.

Since our start in 1902, our dedication to delivering on our promise has helped make us one of the nation’s leading health and life insurance providers. In fact, we are rated in the top 1% of insurance companies. We consistently maintain some of the highest financial strength ratings in the nation from independent insurance analysts, including A.M. Best Company and Weiss Ratings, ensuring we’ll be there for our policyowners and our employees far into the future.

But the achievement we’re most proud of? We have a 95% customer satisfaction rating — a true sign of a company dedicated to embodying its vision.